How easy is it to stand back from your business and look at it from others’ perspective?
For most operators, it’s very hard. ‘Outsiders’ are unaware of the challenges you face, either organisational or financial, that drive some of your decisions.
Less so are they able to understand some of the things that you may think are obvious.
But what about your drivers? What do you think it would be like to work in your business? Not just with the tools and facilities that you provide, but the support and guidance you give.
Aside from the basics of the driver’s work ticket, what procedures do you have for when things don’t go to plan? And, how well are they understood?
It’s alright giving your drivers space to use their own initiative, but what if the decision they make isn’t the one you would have done. What then?
Some bus companies – notably Trentbarton – give their drivers a great deal of leeway, even to allowing them to make on-the-spot decisions to refund unhappy customers.
That’s a great deal of trust and empowerment.
Happily, this is used, rather than abused and the result is that Trentbarton is top of the class for satisfaction. In this scenario, drivers are empowered to change things for the better, and are supported by their management in the decisions they make.
Are you brave enough to do this in your business?
